Technical Support Specialist

2 weeks ago


Kanata, Canada Cliniconex Full time

**What’s The Role**

**What You Will Be Doing**
- Prioritize and manage level 1 & 2 support cases meeting partner and end-user customer response times and targets
- Work with development and success teams as well as partners on customer requests
- Take ownership for following through and correcting customer issues by using research and diagnostic methods.
- Record all customer activities and support correspondence in the support tracking system
- Document knowledge and best practices through knowledge base technical notes and articles
- Provide customer feedback on design, reliability, and maintenance issues to the development team.

**SKILLS AND EXPERIENCE**

Post-secondary diploma in computer science, computer engineering in addition to 5 years of experience working in technical support, or an equivalent combination of education and experience.
- Experience documenting customer interactions, best practices and troubleshooting tips
- Strong analytical and troubleshooting skills
- Strong communicator with excellent written and verbal communication skills
- Experience using Electronic Medical Record (medical EMR’s) systems is an asset
- Previous call center experience is an asset
- Knowledge of networks is considered an asset

**Meet Cliniconex**

Based in Ottawa, Cliniconex is a software company that has spent the last 10 years focused on making a difference in our customers’ lives. This has resulted in a healthcare-focused communications platform used by over 5,500 medical professionals in 80 sub-specialties and over 1,500 senior care homes.

Each month, Cliniconex triggers more than 1 million meaningful engagements between healthcare providers and their patients and residents. From appointment reminders, booking notifications, patient queue displays, and survey tools for clinics, to outbreak notifications and care plan reminders for senior homes, Cliniconex offers a host of light touch solutions aimed to automate repetitive tasks so staff can focus on what matters most: caring for patients/residents.



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